Siemens Enhances OpenScape Contact Center
portfolio.(NEWS)
Siemens Enterprise Communications has enhanced its OpenScape
Contact Center portfolio. New functionality will provide customers with
advanced interactive features and monitoring in a more . . .
CRM11 Version unveiled by StayinFront.(NEWS)(Brief
article)
StayinFront has announced the unveiling of the newest version of
its flagship product, StayinFront CRM 11. The product builds on the
capabilities of CRM 10, used by customers in the . . .
Datatel launches IVR services in Canada.(NEWS)(interactive voice
response)(Brief article)
DATATEL is launching a new portfolio of IVR hosted services for its
customers in Canada. Datatel aims to provide services to its clients
anywhere in Canada, and receive traffic from any Canadian . . .
Noble Systems intros hew workforce management
solution.(NEWS)
Noble Systems Corporation has unveiled a new comprehensive
workforce management system, Noble WFM. The new solution offers
forecasting, scheduling and staffing management for centers of all
sizes. . . .
Pegasystems announces cloud-enabled BPM Platforms as a Service
(PaaS).(NEWS)
Pegasystems has launched a Business Process Management (BPM)
Platform-as-a-Service (PaaS) offering that gives enterprises the
benefits of Software-as-a-Service (SaaS) without the limitations, . . .
Birst BI solution bursts on marketplace.(NEWS)(business
intelligence)(Brief article)
Obtaining business intelligence (BI) is no longer for large
enterprises, thanks to Birst, which is a new BI solution launched by
Success Metrics, aimed at small/medium-sized businesses (SMBs) . . .
Avature releases recruiting CRM.(NEWS)
Avature, a global recruiting services company providing research
and sourcing services and human capital management software, has
launched Recruiting CRM, a customer relationship management . . .
Presence intros Version 7 of contact center performance product
suite.(NEWS)
Presence Technology has announced version 7 of their product suite,
which is designed to improve its scalability and integration
capabilities. It includes new architecture developed on . . .
Myndnet introduces social networking lead exchange.(NEWS)
Myndnet has developed a new lead-generating social media platform
to enable organizations to reach into existing communities and provide
incentives for their members to participate in that site in . . .
Conversive introduces automated chat solution.(NEWS)(Brief
article)
Live chat, long one of the most expensive means of interacting with
customers, is set to become faster, more accurate, less costly, and
user-friendlier, and therefore more popular thanks to a new . . .
Envision Telephony launches Centricity.(NEWS)(Brief
article)
Envision Telephony has launched Centricity, its new contact
management solution. Centricity, which is made up of Envisions
Click2Coach meshed with analytics, performance management and . . .
Who's in charge?(Headset)
It used to be that the people who bought technology and equipment
for contact centers were professionals in the art of running those
centers--they were people with some kind of direct telecom or . . .
H.R. 1776 on location disclosure and contact center
certification.(On The Line)
I was recently asked to testify in Washington D.C. to discuss House
Resolution 1776. Because it is difficult to understand the nature of the
legislative process unless you are in the heart of it, . . .
Noble's Web-based agent tools.(High
Priority)(Interview)
Noble Systems Corporation recently introduced the Noble Composer
Web Agent, an agent workflow design and desktop unification tool for
Web-based agent environments. The company believes the solution . . .
Hosted solutions: "shrink-wrap" products vs. customized
solutions.(Innovative SOLUTIONS)
Hosted Solutions for contact centers have been well established in
the market--they are here to stay. The reasons for this are compelling:
changing the cost structure from a capital expense to an . . .
Call centers are just what the doctor ordered for today's
economy.(Publisher's Outlook)
In 1982, we launched this publication as Telemarketing[R] magazine
as the first pioneering act to introduce, develop and promote what is
now the multi-billion dollar contact center/CRM industry. . . .
Investing in your business without spending a fortune.(Ask the
EXPERTS)(Viewpoint essay)
With so much talk about recession and cutting costs, it's no
wonder there are so many fears surrounding capital spending. Despite
economic uncertainty, companies still have plans to replace or . . .
My Top Ten.(Logout)
The fall is when one harvests what has been sown and grown. It is
appropriate, therefore that we reap the insight and knowledge gained
from managing customer interactions via contact centers with . . .
Top ten ways to reduce contact center costs while improving
service.(CALL CENTER Technology)(Company overview)
Contact centers are almost always under cost scrutiny, especially
during slow economic periods, as the responsibilities they are charged
with are still seen by many organizations as peripheral to . . .
Hosted solutions: "Shrink-wrap" products vs. customized
solutions.(Innovative SOLUTIONS)
Hosted Solutions for contact centers have been well established in
the market--they are here to stay. The reasons for this are compelling:
changing the cost structure from a capital expense to an . . .
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